Fresh Positions at Ares Holdings

Responsibilities:

Customer Service & Sales

• Acknowledge every customer within 30 seconds.
• Deliver excellent customer service to every customer following the Birkenstock customer service procedures.
• Establish your customer’s needs and use your technical knowledge to demonstrate benefits to meet those needs.
• Close the sale & secure add on sales.
• Invite your customer to back & turn them into Birkenstock fans.
• Monitor your daily sales against your individual budget every few hours.

Inventory

• Replenish footwear, apparel and accessories from the storeroom daily.
• Minimizing shrinkage by zoning the store, acknowledge customers, and following the Birkenstock changing room policy.
• Ensure stock entries in the POS systems are accurate.
• Process deliveries by checking quantities, invoices, tagging, hanging and pricing product, and recording in the POS System
• Process customer orders.

Daily Operations

• Ensure store housekeeping is maintained daily including dusting, cleaning mirrors, vacuuming, emptying bins, clearing counter area and tidying change rooms.
• Assist the manager with open and closing the store.

Training

• Your training is your responsibility.
• Ensure you are allocated a buddy initially & that you learn from them.
• You must attend quarterly training sessions & complete the assessments.
• Ensure you receive monthly feedback from your manager.
• Set up monthly meeting with your store manager to discuss your progress through the Birkenstock rookie pack.
• These are essential as they will determine your eligible for promotions.

Merchandising

• Observe the store & maintain stock presentation in accordance to the Birkenstock standards.
• Ensure sizes are replenished.
• Assist the team to change the windows/ Mannequins fortnightly.
• Ensure POS materials are stored in the area to avoid damage.
• Grade 12 or Equivalent
• Min. 6 months customers services experience
• Birkenstock knowledge advantageous
• Able to work flexible shifts.

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Key Responsibilities:

• Customer Support: Serve as the main point of contact for VANS customers, addressing inquiries, resolving issues, and providing product information and support via phone, email, chat, or other communication channels.
• Order Management: Assist customers with order-related inquiries, including order placement, tracking, cancellations, returns, and exchanges. Ensure accurate and timely order processing and provide updates on order status.
• Product Knowledge: Develop a comprehensive understanding of VANS' product offerings, including footwear, apparel, and accessories. Stay informed about product features, benefits, sizing, and technical specifications to provide accurate information to customers.
• Issue Resolution: Investigate and resolve customer complaints or concerns effectively and in a timely manner. Collaborate with internal teams, such as logistics, sales, and quality assurance, to address customer issues and provide appropriate solutions.
• Communication and Follow-up: Maintain open and proactive communication with customers, providing timely updates and resolutions to their inquiries or concerns. Follow up with customers to ensure their satisfaction and build long-term relationships.
• Returns and Exchanges: Process customer returns and exchanges following VANS' policies and procedures. Provide guidance on return instructions, initiate refunds or exchanges, and coordinate with the appropriate teams to ensure seamless resolution.
• Customer Feedback: Listen to customer feedback, collect relevant information, and document customer interactions accurately. Provide feedback to the management team regarding recurring issues, trends, and opportunities for improvement.
• Policies and Procedures: Stay knowledgeable about VANS' customer service policies, procedures, and guidelines. Adhere to established protocols and guidelines while ensuring a positive and consistent customer experience.
• Product and Service Education: Continuously update knowledge of VANS' products, services, and promotions. Participate in training programs and product knowledge sessions to enhance customer service skills and expertise.
• Team Collaboration: Collaborate with cross-functional teams, such as sales, marketing, and warehouse, to resolve customer issues, provide feedback, and contribute to a positive and efficient customer service experience.

AD Hoc duties:

• Respond to emails and office correspondence
• Keep work area clean and tidy
• Support the mission, vision and core values of the company
• Meet prescribed deadlines and targets
• Professional interaction and liaison with customers, suppliers and employees at all times
• Any other reasonable and lawful ad hoc tasks or duties that may be required from time to time.

Qualifications and Skills:

• High school diploma or equivalent. Some college coursework or a degree in a relevant field is a plus.
• Proven experience in customer service, preferably in a retail or e-commerce environment. Experience in the footwear or apparel industry is beneficial.
• Excellent communication skills, both verbal and written, with a strong customer-centric approach.
• Ability to empathize with customers, actively listen to their concerns, and provide appropriate solutions.
• Patience, diplomacy, and problem-solving skills to handle challenging customer interactions.
• Proficiency in using customer service software, CRM systems, and other relevant tools.
• Strong organizational skills with the ability to multitask, prioritize, and manage time effectively.
• Detail-oriented mindset with a focus on accuracy and attention to customer requests and information.
• Positive attitude, adaptability, and ability to work effectively in a fast-paced and team-oriented environment.
• Flexibility to work in different shifts, including evenings, weekends, and holidays, as required by the customer service operation.